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The Contact Center Associate works as part of a team in Home Depot's HR Service Center which provides quality customer service to Home Depot associates and managers through inbound or outbound calls, faxes or emails. Calls are related to pay and HR issues and ensuring the caller's needs are met in a timely manner. The contact center associate:
Handles incoming calls, identifies and documents issues, processes the necessary transaction or escalates the issue to Tier II for further research and resolution
Supports organization changes through high volume transactional support as needed
Processes transaction requests received via call, mail, fax or email
Provides exceptional customer service
Key Responsibilities:
90% Handling inbound calls, identifying transaction processing needs, processing transactions and escalating issues as required.
10% Special projects as assigned
Direct Manager/Direct Reports:
Reports to Contact Center Supervisor
No direct responsibility for supervising others.
Travel Requirements:
Typically requires overnight travel less than 10% of the time.
Physical Requirements:
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Working Conditions:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Minimum Qualifications:
Must be eighteen years of age or older.
Must be legally permitted to work in the United States.
Preferred Qualifications:
Associate Degree, some college education or HR experience in a shared services environment
Case Management application experience
Interested in sharing knowledge
Excellent interpersonal skills
Patience, teamwork, self-motivated, upbeat and a great attitude; desire to always create a positive outcome; confident.
Adaptable and flexible
History of punctuality and good attendance.
Ability to use probing questions to get to the root of a problem
Excellent interpersonal skills
Bilingual Spanish is a plus but not required
Minimum Education:
The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
Preferred Education:
No additional education
Minimum Years of Work Experience:
1
Preferred Years of Work Experience:
No additional years of experience
Minimum Leadership Experience:
None
Preferred Leadership Experience:
None
Certifications:
None
Competencies:
Basic computer and phone knowledge (including experience with DOS applications)
Exceptional customer service and phone skills and proven ability to perform in an unpredictable, fast-paced environment.
Ability to navigate through multiple computer applications simultaneously during a call
